Customer Success Manager - West Coast

SOPHiA GENETICS; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

SOPHiA GENETICS North America is seeking a Customer Success Manager to foster proactive relationships and expand adoption across healthcare customers in the Western United States. This field-based role combines remote work with travel to client sites, conferences, and events.

You will collaborate with sales to drive growth, manage key accounts, and ensure ongoing value delivery for cancer and rare disease patients worldwide.

Qualifications

• Around 5 years of experience in customer success or related role.
• Experience within health technology, laboratories, hospitals, or life sciences.
• Proactively developing customer relationships and expanding adoption.
• Experience navigating complex stakeholder groups in healthcare settings.
• Collaboration with sales teams to develop accounts and drive growth.

Responsibilities

• Expand adoption and value within existing accounts by identifying opportunities to increase usage and add applications.
• Build trusted, proactive relationships by listening to customers and aligning needs with opportunities.
• Develop a view of stakeholders and opportunities within hospitals, labs and healthcare environments.
• Partner with sales to deliver a coordinated customer experience across the territory.
• Shift emphasis from reactive support to strategic growth while maintaining account integrity.

Skills

Customer success

Account management

Relationship development

Sales collaboration

Healthcare industry experience

Job description

Do you bring customer success or account management experience in health technology, laboratories, hospitals, medical devices, or a related scientific environment? Are you skilled at building proactive customer relationships that uncover opportunities to expand adoption and value?

If this sounds like you and you are driven by purpose, join the SOPHiA GENETICS North America team as a Customer Success Manager and enable us to make a positive impact on the outcomes for cancer and rare disease patients worldwide.

This is a field based role, working within the roles territory. You will spend you time working from home-office, or travelling across your territory for customer meeting, conferences and events.

In most instances, we look for individuals already living in-territory, but welcome those actively relocating to the area.

For this opportunity, the territory covers the Western United States, with a preference for candidates based in the California area. You can expect approximately 30–40% travel across the territory.

Our mission

We believe there is a smarter, more data-driven way to make decisions in healthcare and our cloud-native AI powered SOPHiA DDM Platform makes that vision a reality on a daily basis. You will have direct input to our mission to democratize data-driven medicine for the ultimate benefit of cancer and rare disease patients across the globe.

Your mission

You will own and develop customer relationships across the Western United States, focusing on the expansion and saturation of our existing business. Working closely with sales colleagues, you will take a predominantly proactive approach—approximately 75% proactive relationship development and account expansion, alongside 25% reactive customer support and operational account management.

The value you bring

• Expand adoption and value within existing customer accounts by identifying opportunities to increase usage and introduce additional applications.
• Build trusted, proactive relationships by listening closely to customers, understanding what comes next for them, and connecting their needs to relevant opportunities.
• Develop a clear view of stakeholders and opportunities within complex hospital, laboratory, and healthcare environments.
• Partner closely with sales colleagues, including through customer meetings and field ride-alongs, to deliver a coordinated customer experience.
• Maintain strong account support while shifting the emphasis from reactive account management toward strategic growth.

Requirements

We know that every background is different, but to be best set for success, we see you bringing:

• Around 5 years of experience in customer success, account management, commercial account development, or a closely related role.
• Experience within health technology, laboratories, hospitals, medical devices, life sciences, or a comparable scientific or healthcare environment.
• A track record of proactively developing customer relationships and identifying opportunities to expand adoption, usage, or solutions within existing accounts.
• Experience navigating complex stakeholder groups within hospitals, laboratories, or similar customer environments.
• Experience partnering with sales teams to develop accounts and support commercial growth.

Benefits

You will be joining an organization with the patient at the heart of every decision and action, driven by purpose as we pursue exponential growth.

Business recognition and accolades include:

• World's most innovative companies (Top 10)
• World's smartest companies (Top 50)
• 100 Best Places to Work in Boston
• Top 10 European Tech Startup
• Top 10 European biotechs startup to watch
• Top 25 East-Coast Biotech to watch

Our benefits package is comprehensive, but varies internationally in-line with local standards and laws. You can discuss a full breakdown with us.

Our DNA

Like the strands of DNA itself, SOPHiA GENETICS and the team are deeply interconnected and reliant on each other to deliver. There are common threads across the team. Things that bind us together. Those things are Relentless Curious; Resilient & Nimble and Fearlessly Adventurous

Our Virtues

At SOPHiA GENETICS we established our 7 Virtues to clarify how our principles show up each day through action. We Decide; We Do; We Collaborate; We Innovate; We Empower; We Adapt and We Learn.

At the centre of our Virtues is our Mantra, We Care, which provides a constant reminder of the compassionate, benevolent, and hopeful nature of our mission and how it should be threaded through each of our Virtues and everything we do. Learn more about our DNA and Virtues on our Careers portal

The Process

We use the power of AI to help our partners make decisions. If you’re utilising AI in your search and application process, why not use some of these prompts, or read our AI guide.

‘What impact can I expect to have on the world by working at SOPHiA GENETICS?’

‘I have an interview with SOPHiA GENETICS. What should I know before I meet with them?’

‘I am a *job title* - What can SOPHiA GENETICS offer my career?’

Starting Date: ASAP

Location: Field-Based. US West Coast, California preference.

Contract: Permanent